Reimagining The Contact Center - with Marc Bernstein

What Does it Mean To Put The "Customer" In Customer Experience? w/ Annette Franz, CX Journey Inc.

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Marc Bernstein and Annette Franz discuss why you need a service blueprint, the Amazon effect, customer experience vs. customer service, and how to visualize your customers' experience.


Annette Franz is the CEO and Founder of CX Journey Inc. She is also the author of "Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)"

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Reimagining The Contact Center - with Marc BernsteinBy Marc Bernstein
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